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Refund policy


 

15-Day Return Window

 

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. If 15 days have passed since delivery, unfortunately we are unable to offer a refund or exchange.


Eligibility Requirements

 

To be eligible for a return, your item must meet all of the following conditions:

  • In the same condition as received — unworn, unused, and uninstalled

  • In its original packaging with all tags intact

  • Accompanied by a receipt or valid proof of purchase


How to Start a Return

 

To initiate a return, contact us at support@aquaon.ca before sending anything back. Once your return is approved, we will provide:

  • A prepaid return shipping label

  • Step-by-step instructions on how and where to send your package

    ⚠️ Items sent back without first requesting a return will not be accepted.

     

Return shipping address:
83 Longwood Dr, Waterloo, ON, N2L 4B6


Damages & Issues

Please inspect your order immediately upon delivery. If your item is defective, damaged, or incorrect, contact us right away at support@aquaon.ca so we can evaluate the issue and make it right. Do not attempt to install or use a damaged unit before contacting us.


Non-Returnable Items

 

The following items are not eligible for return:

  • Opened, used, or installed filter cartridges (PCA, RO, or any replacement filters)

  • Items returned without prior authorization

  • Items not in their original condition or packaging


Exchanges

The fastest way to get the right item is to return your original item first, and once the return is accepted, place a new separate order for the replacement. This ensures the fastest processing time on both ends.


Refunds

Once we receive and inspect your returned item, we will notify you of the refund approval status. If approved:

 

  • Your refund will be issued to your original payment method within 10 business days

  • Please allow additional time for your bank or credit card provider to process and post the amount

 

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@aquaon.ca.

 

Questions? We're always happy to help — reach out anytime at support@aquaon.ca